Internet of Things (IoT) technology is changing the way brands interact with customers. Products can now become extensions of brands that build close, trusting, human relationships with customers.
Traditionally, brand interaction followed a one-way model where the customer was only on the receiving end of brand messages. However, the rise of social media has made it possible for consumers to give feedback to companies in close to real-time.
Today, the Internet of Things is elevating that exchange. Because of this technology, brands now have the opportunity to be more proactive.
Last year, as Hurricane Florence approached Florida and locals evacuated their homes, Tesla owners in the area received a notification that they had been given a remote upgrade to their car batteries. This upgrade allowed their cars to run for another 30 miles. In addition, Tesla owners were also informed that they could avail of free Supercharging, getting their batteries to 80% in 30 minutes.
This was the second instance where Tesla showed a proactive disaster response. By upgrading the batteries and providing free access to supercharging stations, Tesla eased people’s range anxiety and gave them a headstart to safety.
By putting their consumers’ needs and experience at the centre of their efforts, Tesla has maintained their customer satisfaction of 90%. Leveraging on the power of the Internet of Things, brands and businesses can meet the same personal touchpoints through digital means.
Technology is evolving at an exponential rate, leaving businesses struggling to cope with the changes. Future-proof your company by foreseeing scenarios that may impact your business and the solutions you can implement. Download our future scenario planning sheet today.
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